Responsibilities:
Manage customer interactions
• Ensure that proper protocol is implemented on the entry of members and guests at the Prestige
Lounge
• Handle customer complaints elevated or not handled by Guest Services Representatives (GSR)
and ensure resolution of issues and concerns raised therein
• Prepare a journal of issues and concerns encountered, accomplishments and other note-worthy
incidents for future reference
Supervise Prestige Lounge’s operational efficiency
• Ensure that Lounge Rules are closely implemented
• Prepare and submit daily, weekly and monthly operations reports
• Make follow ups with the concerned departments on the equipment / fixtures that need fixing
or rectification
Manage staff
• Monitor attendance of GSRs and ensures proper manning at any given time
• Conduct a daily check on GSR’s knowledge on promos, services and policies
• Overall grooming and presentation and greetings and spiels
• Orients and train newly on-boarded GSR or reliever
Manage operational expense and monitor inventory of supplies
• Manage the operating budget of Prestige Lounge by ordering the right number of consumables
and janitorial supplies
• Monitor usage of supplies and consumables and recommend implementation of cost-saving
measures without sacrificing the quality of service provided to the guests and members
Endorse items left by customers
• Ensure that left-behind items of members / guests are secured and handed over the CRO when
left unclaimed
Lead development of the team
• Manage performance of staff by providing them with proper training and development
opportunities such as job exposure, coaching and other related activities
Manage self-development
• Prioritize personal learning and development through IDP